"Patient Services Intermediate"

Posted: 15-Jan-26

Location: Ann Arbor, Michigan

Categories: Staff/Administrative

Internal Number: 272515

The Pediatric Hematology/Oncology Unit (ACU) is the clinical home for children and families seeking care across multiple pediatric subspecialties at C.S. Mott Children’s Hospital. The primary mission of the ACU is to partner with our doctors, nurses, and other providers to deliver excellent care and customer service. We are seeking a compassionate, enthusiastic, and self-driven Patient Services Intermediate.This individual will share our priorities which include high quality medical care, excellent customer service, safety of staff and patients, efficiency, employee satisfaction, stewardship of resources and the ideal experience for our patients, families and employees.

Provide clinic operational support to the Pediatric Specialties ACU in an ambulatory care clinic setting. Coordinate and facilitate communication between physicians, nurse providers, clinic personnel, and patients regarding issues relevant to the medical care. Assist in identifying and resolving clinic operational problems and help train new staff members on the clinical support operations. Individual must maintain an excellent rapport in person or via the telephone with patients, faculty, and staff, within a team setting. Participate fully in the Lean in Daily Work (LIDW) model of continuous quality improvement. The role includes:

• Check and check out patients for both clinic and infusion appointments.
• Provide complex clerical support services for the clinical staff, including inbasket management and completion of patient paperwork.
• Schedule appointments with multiple providers/disciplines and diagnostic areas.
• Call patients for no-show labs and/or clinic visits, and coordinate appointments in multiple departments to optimize use of block time across the health system.
• Process medical record requests for assigned providers, oversee medical records fax server, request and import records for new patients from outside facilities.
• MiChart in-basket requests, message non-encounters, call encounters, reminders.
• Develop standard work, in collaboration with leadership and colleagues.
• Data entry and appropriate distribution of patient results.
• Preparation and distribution of patient education materials and other general office functions.
• Miscellaneous office/administrative duties as needed.
• Assist in training new team members, providing resources to facilitate learning.
• Assists in identification and resolution of operating problems related to area such as patient relations, schedule management, health information management, clinic flow and registration.
• Communicate with MA leads regarding patient status.
• Collect patient copayments and balances.
• Provide information to patients regarding referral requirements.
• Answer, handle, and triage incoming according to ACU guidelines.
• Huddle with staff.
• Manage coverage for front desk area.
• Other related duties as assigned.

Required Qualifications:

• Graduation from high school or an equivalent combination of education and experience
• Minimum of 3 years of experience

Desired Qualifications:

• 3 or more years of customer service experience within a medical environment
• Knowledge of basic medical terminology
• Excellent phone management and customer service skills is required.
• Demonstrated ability to work collaboratively with multidisciplinary teams.
• Demonstrated ability to work independently.
• Positive, can-do attitude
• Willingness and openness to new ideas and processes that improve patient care.
• Strives to be part of the solution rather than part of the problem by offering constructive, creative ideas.
• Excellent interpersonal and organizational skills.
• Good attendance record.
• Demonstrated proficiency with Microsoft Word and Excel and ability to navigate between systems.
• Understands and demonstrates the core concepts of Patient and Family Centered Care (PFCC), including Respect and Dignity, Information Sharing, Participation, and Collaboration.
• Prior experience performing complex scheduling.
• Ability to communicate effectively.
• Demonstrated active listening, verbal, written, and information technology skills.
• Willingness to maintain a flexible schedule with a rotating shift between 8am-5pm
• Demonstrated active listening, written, verbal and information technology skills.
• Ability to manage stress effectively.
• Ability to work collaboratively and seamlessly as an integral member of the team.
• Track record of observing and executing patient confidentiality protocol.
• Ability to take initiatives and exercise critical thinking skill to effectively solve problems and improve quality with the framework of patient care support protocols. Demonstrated proficiency with MiChart, Epic, Cadence, Outlook, Microsoft Office application experience preferred.
• Ability to navigate between systems.
• Customer service training.
• Bachelor's degree in healthcare administration, Business Administration, Health Information Management, or equivalent background and/or work experience.
• Experience obtaining medical records.
• Experience with complex scheduling.
• Experience working within a large, complex health care setting.
• Knowledge of University policies and procedures.
• Exceptional interpersonal skills and ability to work well within a team setting.

Work Schedule: Full-Time, Monday through Friday, day shift with variable start and end time based on the needs of the unit. This is not a remote or hybrid schedule and will require onsite presence.

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.